But then the AI automatically responds to and sends emails to customers. AI is not perfect, so often times these responses make no sense. Smart Reply was an essential part of the workflow for my human CS reps, now they can’t use this helpful tool anymore.
Tawk.to, please allow Smart Reply to work without enabling automatic AI responses. AI works well, but not that well that I would trust it to reply to emails without humans reviewing it’s response.
And stop making changes like this without consulting with customers first. I understand AI is exciting and you want to try out new features, but realize we are paying hundreds of dollars a month for your service and have some expectation of stable functionality.
With the upcoming multi-channel inbox updates, AI tools have been separated to allow independent control of all three functions (Bot, Smart Reply, and Commands) for each channel.
If you’d like to use Smart Reply when handling tickets, you can create a second chatbot assigned solely to the Ticketing channel, with the Bot function disabled and Smart Reply enabled.
Each chatbot also has its own Base Prompt and settings, allowing you to customize the AI to meet each channel’s needs. While Data Sources are shared across chatbots, they are initially disabled upon creation, so you’ll need to enable the relevant Data Source sections for the Ticketing channel.
In summary: By creating a separate chatbot specifically for the Ticketing channel, you can continue using the Smart Reply function as before, without the AI automatically sending ticket responses.
